Customer service in dealing with a claim

It has taken months and our claim is yet to be finalised. Almost impossible to get any form of service from this company. I have called and requested call backs. For every 20 call back requests I have received one call - after being put on hold for the longest time, the call is disconnected. My experience in dealing with this company has been extremely frustrating. Today the operator Neo was transferring me to Ryan (a supervisor) and then promptly cut me off!! I am at my wits end. How does one go about to get service paid for.